About Axis Max Life : Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a joint venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited.

Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery, and a well-trained human capital.

Axis Max Life has been consistently ranked among the best workplaces by the GPTW Institute, reflecting its commitment to creating a positive and empowering work environment.

Position

- Chief Manager - Customer Engagement Team

- Position :

- 1 - Zone Officer - East 2 Department

- Customer Engagement Team

- Function

- Operations Reporting to

- Vice President - CET (Agency)

- Band

- 4B Location

- Lucknow GO-1

- Team size (D/I)

- 27 - JOB SUMMARY

- Customer Engagement

- Service Grievance and CEO/XO escalations

- DNPS

- Market Conduct - 13M & 25M Persistency, FIR and GIR

- Retention - E2R, Freelook, Surrender, ECS deactivation

- Revenue Generation

- Service to Sales

- Service to Recruitment

- Business Deliverables - Issuance / WIP management

- Distribution engagement

- Building Leadership & People Capability

- Capability and Capacity buildup / Transformation

- Audit & Compliance

- KEY RESPONSIBILITIES

- Customer Engagement

Ø Drive Customer Obsession value for customer

Ø Ensuring quality in processing - DNPS

Ø Reduction in CXO escalation / Service Grievance13M & 25M Persistency

Ø Driving 13th Month and 25th M collections (as per pre-decided cohorts) by calling the customers / sellers





Ø Drive all input activities (Proactive / Reactive) to achieve 13th + 25th M Collections

- Creating visibility for all stakeholders and having a weekly governance rhythm with the Regional Manager / Office Heads & CET team. Corrective and preventive measures to be implemented to improve persistencyRetention

Ø Engage to retain - Retaining customers with mis-selling complaint

Ø Freelook - Retaining customers who wish to cancel the policy

Ø Surrender - Retaining customer who come to surrender the policy

Ø ECS - Retaining customers who want to deactivate their ECS payment method

- Training and skilling the front-end on how to engage with the customer by using the retention tools and objection handling scripts. Collaborating with the OH to form an effective task team.Revenue Generation - Service to Sales / Recruitment

Ø Identify training needs of Front end and skill them.

Ø Coaching and Developing the team to meet their goals

Ø Always look for prospect to upsell a customer once retained.Business Deliverables

Ø Enabling the advisors and distribution team on how to manage the WIP on mPro and servicing in mPower

Ø Traction of Applied to Paid for the region

Ø Conducting process refreshers and process changes session with the distribution teamDistribution Engagement

Ø Office Visit once a quarter and engaging with the OH

Ø Creating awareness amongst Advisors - Quality of Business





Ø Coordination with various stake holdersBuilding Leadership and People Capability

Ø Structured capability / competency building and succession planning

Ø Retain top performers

Ø Generating ideas to improve the process / systems

Ø Employee engagement

Ø Driving key initiatives and projects in the regionAudit & Compliance

Ø Ensuring regulatory and statutory compliance

Ø Zero dilution in the process adherenceCapacity and Capability

Ø Drive people for better capacity and capability development

Ø Drive AI / Transformation agenda in the zone through regular skilling and communication

- Measures of Success

- DNPS - 96
- Reduction in CXO escalation by 50%
- Customer Engagement >60%
- 13M Persistency > 86%
- 25M Persistency > 86%
- Engage to Retain > 50%
- Freelook retention > 40%
- Surrender retention > 70%
- ECS retention > 40%
- S2S, S2R - 100%
- Applied to Paid >94%

- Key Goal (Business) Building relationship with customers through customer obsession value

- Driving customer retention and Persistency
- Meeting Business and recruitment target for the region.
- Distribution engagement
- Identify training needs of Front end and skilling them.

- Key Relationships (Internal /External)

- Collaboration with Zonal / Regional / CET

Collaboration with Distribution Team

- Key competencies/skills required

- Must have minimum 8-12 years of experience of which at least 3 years should have been spent in Operations and / or Customer Service
- Interpreting, analyzing data using statistical techniques for trends
- Develop and Implement databases, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality.
- Good presentation skills

- Desired qualification and experience

MBA/Post Graduat

📌 Chief Manager - Customer Engagement (Agency) (Lucknow)
🏢 AxisMaxlife
📍 Lucknow